Bilingual French & English Customer Support Agent

About the role

Influx is looking for a bilingual French‑English Customer Support Agent to join its global, on‑demand service team. You will handle high‑volume customer interactions for multiple e‑commerce brands, ensuring a seamless experience across phone, email, and live chat.

Key responsibilities

• Manage inbound and outbound customer contacts via phone, email, and live chat.
• Resolve inquiries about order tracking, shipping, refunds, and product questions.
• Process returns and refunds using tools such as Gorgias, Loop, and the Shopify ecosystem.
• Support marketplace partners like Macy’s and Nordstrom and oversee drop‑shipping programs.
• Provide bilingual support for French‑speaking markets while adapting to each brand’s voice.
• Own customer issues from first contact to resolution, escalating when needed.
• Collaborate with internal teams to solve complex problems efficiently.

Required profile

• At least 1 year of experience in customer support, call centre, or BPO environment.
• Fluent in written and spoken English and French.
• Strong problem‑solving, negotiation and conflict‑resolution abilities.
• Proven track record meeting KPIs and maintaining high CSAT scores.
• Ability to multitask in a fast‑paced setting with high attention to detail.

Required skills

• Gorgias
• Loop
• Shopify ecosystem

What we offer

• Opportunity to work with international e‑commerce brands.
• Dynamic, collaborative team environment.
• Continuous learning of new tools and processes.